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Lead Chatbot Conversation Designer

Posting Country:  United Kingdom
Date Posted:  07-Jan-2022
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.


Location: Southwark, London (Blended – defined below)
Salary: Competitive + Benefits 
Hours: 37.5     
Safety Notice: To ensure candidate and employee safety, we are continuing with our virtual hiring and onboarding processes until further notice. 

We continually experiment with ways to make our customer journeys more intuitive, simple and enjoyable, across all our channels. We test and learn the ways to give customers faster access to our services, more flexibility, and the richest, most rewarding experience. 


What will you be doing?  
This is a new role within our TOBi Chatbot team, line managing our team of Chatbot Conversation Designers. You will ensure best practice in refining requirements, designing experience, building execution and orchestrating delivery. 


You will work with the Experience and Linguistics Lead, Technical Leads and Product Owners to ensure best in class experiences, and enable TOBi Chatbot to exceed challenging KPIs. 


You will be the subject matter expert across 4 key pillars - build excellence, conversation design excellence, triage and journey analytics. 


Who are we looking for?   

  • You will have expert understanding of IBM Watson and conversation design.
  • You will have an advanced understanding of IT triage approach.
  • You will be an expert in Chatbot analytics, use of customer insight and problem solving.
  • You will have experience of working in an Agile environment, ideally aligned to the SAFe framework.
  • You will have experience managing senior stakeholders and influencing decisions.

What’s in it for you? 
An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. We’re proud to provide a Reconnect programme with flexibility for individuals returning to work after a career break. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone. 


Vodafone UK’s blended working approach means you’ll come to your contracted hub location office as and when needed to get things done for your role and for tasks that require it, otherwise you will be able to work from home. Our ‘Office in a Box’ home-working kit will be available for all who need it during your onboarding journey.

Together we can 
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. 

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.